Method, system, and computer program product for simulating an online session

ABSTRACT

A method and system for conducting an offline session simulating an online session between a client and server in a network environment. The client imports data and functional logic from the server prior to going offline. The imported functional logic is embedded into a format or document that is capable of being interpreted and performed by the local interface at the client that is used to interact with server during an online session. Whether offline or online, the user utilizes the same local interface at the client to transmit instructions to the functional logic in order to manipulate the data. In an offline session, such instructions cause the imported and embedded functional logic to execute, thereby manipulating the data that is imported at the client. Known synchronization methods may also be used in order to maintain consistency and coherency between the imported data at the client and the database at the server.

RELATED APPLICATIONS

This application claims the benefit of U.S. provisional patentapplication No. 60/388,832 filed on Jun. 13, 2002.

FIELD OF INVENTION

The present invention relates to a computer method and system forsimulating an online session while offline, and more particularly, tosuch a method and system in the field of customer relationshipmanagement.

BACKGROUND OF THE INVENTION

The Internet provides the capability to provide services to customerswithout requiring them to install additional software on their localcomputers. Specifically, by exploiting the customer's web browser, allfunctional logic and all data can reside at a remote server rather thanat the customer's local computer (i.e., the client). As such, thecustomer, via instructions submitted through web pages that aredisplayed in the web browser, can remotely invoke the functional logicto view, create, update, delete or otherwise modify the data residing onthe remote server.

In the field of customer relationship management (“CRM”), the foregoinguse of the Internet is ideal for enabling sales, customer support, andmarketing teams and individuals to organize and manage their customerinformation. For example, all leads, opportunities, contacts, accounts,forecasts, cases, and solutions can be stored at a secure data centerbut may be easily viewed by any authorized sales-person (e.g., with aproper username and password) through a web browser and Internetconnection. One key benefit of such an online CRM solution is theability to share data real-time and enable all team members to leveragea common set of information from one accessible location. For example,sales managers can track forecast roll-ups without requiring each salesrepresentative to submit individual reports, as well as instantly accessaggregated sales data without requiring each sales representative tomanually submit such data. Similarly, reseller sales representatives andother external partners can be granted secure access to a company'ssales data by providing them a username and password for the web site.

Nevertheless, such an online CRM solution suffers from the requirementthat a user must have access to an Internet connection in order toaccess and manipulate the data residing on the remote server. Forexample, when a sales representative or manager is working in the field,such an Internet connection may not be readily available. As such, whatis needed is a method for simulating an online session while the user isoffline (e.g., without a network connection). Furthermore, it would beadvantageous if such a method minimized the amount of user training andclient-side installation and customization by taking advantage ofpre-existing interfaces and technologies on the client computer.

SUMMARY OF THE INVENTION

The present invention provides a method and system for simulating anonline session between the client and a remote server when the client isoffline. The client includes a local interface that can communicate withthe remote server. During an online session, the data and the functionallogic that is invoked to manipulate the data reside on the remoteserver. As such, the user transmits instructions to view, create,update, delete, or otherwise modify portions of data through the localinterface and subsequently through the underlying network. Theseinstructions are ultimately received at the remote server, which theninvokes the proper functional logic to perform the instructions in orderto manipulate the data.

In preparation for simulating an online session when the client isoffline, when the client is online, it imports at least a subset of thedata that resides at the remote server. Furthermore, the client importsat least a subset of the functional logic used to manipulate the data asan embedded portion of a format or document that is capable of beinginterpreted and performed by the local interface. To initiate an offlinesession, the user invokes the local interface (as in the onlinesession). However, rather than accessing the remote server, the localinterface accesses local documents formatted with the embeddedfunctional logic. As in the online session, the user transmitsinstructions to view, create, update, delete, or otherwise modifyportions of data through the local interface. However, rather thantransmitting the instructions through an underlying network, the localinterface invokes the embedded functional logic in the documents tomanipulate the imported data in response to the instructions.

As such, the present invention provides an offline simulation of anonline session between the client and a remote server. Because the samelocal interface that is used in the online session is also used in theoffline session, user training for the offline session is minimized oreven eliminated. Furthermore, since functional logic is embedded into aformat capable of being interpreted and performed by the localinterface, the need to install additional standalone softwareapplications is also minimized or eliminated. Further objects andadvantages of the present invention will become apparent from aconsideration of the drawings and detailed description.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram illustrating an online session between a client witha local interface and a remote server with a relational database andfunctional logic.

FIG. 2 is an example of a client initiation of an online CRM sessionwith a remote server.

FIG. 3 is an example of the presentation of CRM data on a client's webbrowser during an online CRM session.

FIG. 4 is a diagram illustrating an offline session.

FIG. 5 is a expanded block diagram illustrating one embodiment of thevarious phases used to provide a client with the capabilities ofengaging in an offline CRM session.

FIG. 6 is a flowchart illustrating one embodiment of a process forconducting an offline CRM session.

FIG. 7 is an example of a login session to connect to a remote serverduring a synchronization process.

FIG. 8 is an example of a visual representation of a synchronizationprocess with the remote server.

FIG. 9A is a first example of the presentation of CRM data during anoffline session (Home View).

FIG. 9B is a second example of the presentation of CRM data during anoffline session (Home View).

FIG. 9C is a third example of the presentation of CRM data during anoffline session (Home View).

FIG. 9D is a fourth example of the presentation of CRM data during anoffline session (Home View).

FIG. 9E is a fifth example of the presentation of CRM data during anoffline session (Home View).

FIG. 10A is an example of the presentation of “Accounts” CRM data duringan offline session (Home View).

FIG. 10B is an example of the presentation of “Accounts” CRM data duringan offline session (All Accounts View).

FIG. 10C is an example of the presentation of “Accounts” CRM data duringan offline session (Specific Account View).

FIG. 10D is an example of the presentation of “Accounts” CRM data duringan offline session (New Account View).

FIG. 11A is an example of the presentation of “Contacts” CRM data duringan offline session (Home View).

FIG. 11B is an example of the presentation of “Contacts” CRM data duringan offline session (All Contacts View).

FIG. 11C is an example of the presentation of “Contacts” CRM data duringan offline session (Specific Contact View).

FIG. 11D is an example of the presentation of “Contacts” CRM data duringan offline session (New Contact View).

FIG. 12A is an example of the presentation of “Opportunities” CRM dataduring an offline session (Home View).

FIG. 12B is an example of the presentation of “Opportunities” CRM dataduring an offline session (All Opportunities View).

FIG. 12C is an example of the presentation of “Opportunities” CRM dataduring an offline session (Specific Opportunity View).

FIG. 12D is an example of the presentation of “Opportunities” CRM dataduring an offline session (New Opportunity View).

DETAILED DESCRIPTION OF THE INVENTION

The following detailed description will first describe the structure ofan online session that may be simulated by an offline session inaccordance with the invention. The structure of the offline session,itself, is then detailed. Following the description of the offlinesession, preparation of the client prior to conducting such offlinesessions (e.g., installation and synchronization phases) is described.

Online Session

Referring to the drawings, FIG. 1 illustrates an online session betweena client 100 and a remote server 200. The client includes a localinterface 110 while the remote server 200 includes a database 210 andfunctional logic 220 that is invoked to manipulate the data residing inthe database 210. The client 100 establishes communication channelsthrough a network 150 that connects the client 100 to the remote server200.

In one environment, the network 150 used by the online session may bethe Internet. In such an environment, the client 100 may be a laptop ordesktop computer and the local interface 110 may be a web browser suchas Internet Explorer or Netscape Navigator. The functional logic 220 atthe remote server 200 may be invoked through an underlying applicationor specification such as a CGI program (including, for example, scriptssuch as Perl), Java servlet (including, for example, JavaServer Pages,or JSP, technology), daemon, service, system agent, server API solution(including, for example, ISAPI or NSAPI) or any other technique ortechnology known in the art. The database 210 may be a relationaldatabase management system such as Oracle or DB2. The communicationchannels between the local interface 110 and the remote server 200 maybe governed by the HTTP protocol. For example, by selecting variousoptions from a web page, a user transmits instructions in the form of anHTTP message through the Internet to the remote server. Upon receivingthe HTTP message, the underlying program, component, or application atthe remote server performs the pertinent functional logic to interactwith and manipulate the data in the database in accordance with theinstructions. Those skilled in the art will recognize that the foregoinggeneral online client-server scheme is merely illustrative and thatvarious alternatives, possibly exploiting different technologies,standards and specifications, may also be utilized to create an onlinesession over the Internet in accordance with FIG. 1.

In the field of customer relationship management (“CRM”), such an onlineclient-server scheme can provide the capability to track contacts, leadsand customer inquiries without needing a complex software solution onthe client-side. For example, in one instance of an online CRM session,the user securely logs into the remote server by entering a username anda password through his local web browser, as shown in FIG. 2. Once theuser successfully logs into the remote server, he may be presented withan initial home page that provides access to further features andinformation. As shown in FIG. 3, for example, the initial home page mayprovide the user with a brief synopsis of his upcoming events 310 andtasks 320. Furthermore, the initial home page provides access 330 tofurther pages that enable the user the track, manage and organize otherdata including campaigns, leads, accounts, contacts, opportunities,forecasts, cases, and reports. Those skilled in the art will recognizethat FIGS. 2 and 3 are merely examples of one way of presenting CRMinformation on a local interface and that there exist innumerous ways(e.g., look and feel) to present CRM information on a local interface inaccordance with the online client-server scheme presented herein.Furthermore, those skilled in the art will recognize that the online CRMsession described herein is merely an example of one area in which theonline client-server scheme may be exploited and that there existinnumerous fields and areas in which this online client-server schememay be exploited.

Offline Session

As shown in FIG. 4, during an offline session, in contrast to an onlinesession as described earlier and illustrated in FIG. 1, the client 100can no longer establish a communications channel through the network 150to connect to the remote server 200. As such, at least portions of thedata from the database 210 and portions of the functional logic 220 atthe remote server 200 are imported to the client 100 so that the client100 can conduct an offline session in isolation. In FIG. 4, at least asubset 130 of the data 210 is imported to the client 100. Similarly, atleast a subset 120 of the functional logic 220 is also imported to theclient. This imported functional logic 120 is embedded into a formatcapable of being interpreted and performed by the local interface.

In an embodiment of an offline session in which the local interface 110is a web browser, both the data 130 and functional logic 120 may bestored according to an open standards formatting protocol. For exampleand without limitation, the data 130 may be stored in a single or aseries of documents in XML (Extensible Markup Language), possiblyincluding, for example, XSL stylesheets (which are XML documents,themselves) for rendering the data into HTML documents. As is known tothose skilled in the art, XML may be considered a markup language (or aspecification for creating markup languages) that is used to identifystructures within a document. Similarly, the functional logic 120 may beembedded in a document utilizing a markup language and may be expressedas a scripting language within the document. For example and withoutlimitation, the functional logic 120 could be expressed as JavaScript orVBScript that is embedded in an HTML (HyperText Markup Language)document. As used herein, the term “embedded” may mean either actuallyembedding the JavaScript (or any other functional logic in a formatcapable of being interpreted and performed by the web browser) code inthe HTML document, or alternatively, accessing a separate JavaScriptdocument by, for example, providing the URL (relative or full address)of the JavaScript source code file in the HTML document. As such, whenthe HTML document is rendered by the web browser, depending upon certainactions taken by the user, certain portions of the functional logic 120(e.g., JavaScript) may be interpreted and performed by the web browser.Such functional logic 120 may interact with the data 130 expressed asXML. For example and without limitation, a user may request to viewportions of the data 130 on the web browser. In response to the request,by calling an XSLT (Extensible Stylesheet Language for Transformations)processor that is incorporated into the web browser (e.g., MSXML Parser)or any other comparable XSLT technology residing at the client, thefunctional logic 120 may access the appropriate portions of the data 130(e.g., in XML documents) in conjunction with the appropriate XSLstylesheets, in order to transform or render such data 130 into an HTMLdocument that is visually presented on the web browser.

Preparation of Client for Offline Session

Prior to conducting an offline session as described in the foregoing, aninitial installation phase and subsequent synchronization sessions maybe needed to prepare the client 100 for such an offline session. Duringthe installation phase, an installation or setup executable may bedownloaded from the remote server 200 to the client 100. As depicted inFIG. 5, during the installation phase 500, the executable prepares theclient for conducting an offline session by, for example and withoutlimitation, (1) establishing a directory structure in the client's filesystem (Step 510), (2) downloading navigational markup documents withembedded functional logic (e.g., HTML files with embedded JavaScriptcode or HTML files and related separate JavaScript files) (Step 520);(3) downloading other miscellaneous installation components possiblyincluding static HTML files, stylesheets, XSL templates, ActiveXcontrols, system shortcuts, local language components and, if notalready available, an XML parser that may be integrated into the webbrowser (e.g., MSXML Parser) (Step 530).

Furthermore, prior to going offline, a user may synchronize the importedsubset of data 130 at the client with the data residing in the database210. For example, if synchronization is occurring for the first time,all data residing in the database 210 that is needed for conducting anoffline session may be downloaded from the database 210 to the client100 (Step 550). This downloaded data may, for example, be defined andcustomized according to the user's criteria for conducting an offlinesession. In one implementation, the synchronization process may downloadthis data as XML documents (e.g., according to data type such asaccounts, contacts, opportunities, etc.). Once such XML documents aredownloaded, XSL templates that are used to visually render the data(e.g., 130 in FIG. 4) on the web browser may be constructed at theclient by utilizing the formatting instructions provided by the XMLdocuments. Alternatively, such XSL templates might also be generated atthe server and subsequently downloaded to the client. During subsequentsynchronization processes prior to going offline 540, as depicted inFIG. 5, modified data records and data records created since theprevious synchronization may be downloaded to the client (Step 560).Furthermore, the synchronization process 540 may also provide theopportunity to download (or modify) user customizations (e.g., XMLlayout information used to construct XSL templates at the client or theXSL templates themselves) for the visual representation of data andother information on the web browser (Step 570). Similarly, uponre-establishing a connection with the remote server 200, the user mayalso desire to conduct a synchronization process 580 in order to uploadany modified or newly created data records to the remote database 210(Step 590). In one implementation of the synchronization process, thecommunication channel between the client 100 and the remote server 200may be established through the HTTP protocol using XML-RPC and a relatedHTTP/HTTPS server based XML API. Those skilled in the art will recognizethat there are alternative synchronization processes other than the onepresented in FIG. 5 that may be conducted in accordance with the presentinvention. For example and without limitation, all synchronizationprocesses, regardless of whether the subsequent activity is an offlinesession or the re-establishment of an online connection, maysimultaneously download modified and newly created data records from theserver database to the client as well as upload modified and newlycreate data records from the client to the server database.Additionally, those skilled in the art will recognize that any varietyof techniques and models known in the art may be used implement thesynchronization process in order to maintain consistency and coherencywhile accessing data (e.g., atomic, sequential or causal consistency,etc.).

FIG. 6 illustrates one embodiment of a process for initiating andconducting an offline CRM session. As depicted, in this embodiment, aninitial installation process should be conducted before an offlinesession can begin (e.g., Steps 610, 510, 520, 530). After installation,a user may initiate an offline session by opening an HTML pagedownloaded to the client during the installation phase (Step 620). Whilestill online, the user may then synchronize local client data with theremote database before going offline (Step 630 and expanded in Steps632, 634, 550, 560, 590). As shown in FIG. 6, this may involvedownloading data from the remote server (Step 550) as well as uploadingdata to the remote server (Step 590), and if necessary, an initialdownload of all offline session data (Step 550). As previouslydiscussed, one implementation of such downloading and uploading may beimplemented through HTTP communications channels using XML-RPC. Oncesynchronization is complete, the user may go offline and manipulate,view, and modify his customer relationship data by selecting fromvarious options through the web browser (Step 640). For example andwithout limitation, the user may view his calendar, tasks, andactivities (Step 642). Additionally, data may be organized into certaincategories such as accounts, contacts, and opportunities. The user maybe able to maneuver through the web browser to access, edit, create,delete, or otherwise modify data within these categories (Steps 642,644, 646, 648).

FIGS. 7 to 12D represent examples of the local interface 110 as a webbrowser that may serve as visual examples for certain steps in theflowchart of FIG. 6. For example, FIG. 7 illustrates a login interfaceto access the remote server to initiate a synchronization correspondingto 632 of FIG. 6. Similarly, FIG. 8 illustrates the synchronizationprocess of downloading modified and newly created records from theremote database as in 560 of FIG. 6 (and possible uploading of anymodified or newly created records to the remote database as in 590 ofFIG. 6). Corresponding to Step 642 in FIG. 6, FIG. 9A illustrates oneexample of an offline home page and FIGS. 9B to 9E illustrate variousother alternative “Home” views that may be accessed by the user duringan offline session. Similarly, corresponding to Step 644 in FIG. 6,FIGS. 10A to 10C illustrate various views of data organized into anAccounts category. Corresponding to Steps 646 and 648 in FIG. 6, FIGS.11A to 11D illustrate various views of data organized into a Contactscategory and FIGS. 12A to 12D illustrate various view of data organizedinto an Opportunities category, respectively.

The various embodiments described in the above specification should beconsidered as merely illustrative of the present invention. They are notintended to be exhaustive or to limit the invention to the formsdisclosed. Those skilled in the art will readily appreciate that stillother variations and modifications may be practiced without departingfrom the general spirit of the invention set forth herein. For exampleand without limitation, those skilled in the art will recognize thatthere exist alternative proprietary technologies, languages and openstandards (e.g., other than JavaScript, XML, XSLT, XML-RPC, HTML, HTTP,etc.) that may be practiced in the context of the Internet and WorldWide Web in accordance with the invention set forth herein. Furthermore,while much of the foregoing discussion has been described in the contextof the World Wide Web and the Internet (e.g., local interface 110 is aweb browser), those skilled in art will recognize that the inventiondisclosed herein may be implemented in other network environments aswell. Similarly, while much of the foregoing discussion utilized the CRMarea as an example, those skilled in the art will also recognize thatother fields and areas may exploit the invention disclosed herein.Therefore, it is intended that the present invention be defined by theclaims that follow.

1. A method for simulating an online session while offline, comprising:invoking functional logic associated with a server to manipulate data ina database associated with the server; allowing a client to establishone or more communication channels through a network that connects theclient to the server; importing to the client at least a portion of thedata from the database and at least a portion of the functional logicassociated with the server so that the client can conduct an offlinesession in isolation; wherein the importing to the client furthercomprises establishing a directory structure in the client; whileoffline, allowing a user to manipulate, view, and modify the at least aportion of the data; and after the client returns online, performing asynchronization process by uploading the modified or newly created datarecords from the client to the database.
 2. The method of claim 1further comprising allowing the user to manipulate the portion of thedata by selecting from one or more options through a web browser whileoffline.
 3. The method of claim 1, wherein the database is a relationaldatabase management system.
 4. The method of claim 1 wherein theimporting the portion of the functional logic further comprisesembedding the functional logic in at least one document.
 5. The methodof claim 4, wherein the at least one document utilizes a markuplanguage.
 6. A system for simulating an online session while offline,comprising: invoking functional logic associated with a remote server tomanipulate data in a database associated with the remote server; logicfor allowing a client to establish one or more communication channelsthrough a network that connects the client to the remote server; logicfor importing to the client at least a portion of the data from thedatabase and at least a portion of the functional logic associated withthe remote server so that the client can conduct an offline session inisolation; wherein the system is operable such that the importing to theclient further comprises establishing a directory structure in theclient; while offline, logic for allowing a user to manipulate, view,and modify the at least a portion of the data; and after the clientreturns online, logic for performing a synchronization process byuploading the modified or newly created data records from the client tothe database.
 7. A computer program product embodied on a non-transitorycomputer readable medium for simulating an online session while offline,comprising: computer code for invoking functional logic associated witha remote server to manipulate data in a database associated with theremote server; computer code for allowing a client to establish one ormore communication channels through a network that connects the clientto the remote server; computer code for importing to the client at leasta portion of the data from the database and at least a portion of thefunctional logic associated with the remote server so that the clientcan conduct an offline session in isolation; wherein the computerprogram product is operable such that the importing to the clientfurther comprises establishing a directory structure in the client;while offline, computer code for allowing a user to manipulate, view,and modify the at least a portion of the data; and after the clientreturns online, computer code for performing a synchronization processby uploading the modified or newly created data records from the clientto the database.